Refund policy
Returns/Refunds/Exchanges
If there is an issue with your order, please photograph it after opening and contact us via email within 24 hours of delivery. We will then work with you to rectify the issue.
To initiate a return, please email us at hello@flowerandtwignursery.com.au. If your return is accepted, we will guide you through the process of how to return your package.
Items returned to us without first requesting a refund will not be accepted.
If you have any questions about returns, please contact us at hello@flowerandtwignursery.com.au for further information.
Shipping Damage
In the rare instance that your package does arrive damaged, please get in touch with photos of the issue within 24hrs of receiving your order and we will happily replace anything that was damaged. Customer happiness is our number one priority!
How to report damage:
- Take a photo of the damaged package.
- Take a photo of the internal damage - of the broken item still in damaged package.
- Take a photo of the damage to the item.
- Send the photos to hello@flowerandtwignursery.com.au.
Exchanges
Items can be returned to be exchanged. The fastest way to do this is to return the item you have. Once the item is accepted by us, you can purchase the new item.
Buyers are responsible for return post costs. If the item is not returned in its original condition, the buyer is responsible for any loss in value.
Before returning your item for exchange, please contact hello@flowerandtwignursery.com.au.
Refund
We will notify you once we have received and reviewed your return and let you know if the refund has been approved. If it is, you will automatically receive your refund via your original payment method. Please keep in mind that it can take up to 5 business days for your bank or credit card company to process and refund the payment into your account.
Delivery Details
Please ensure detailed delivery information is supplied clearly on your order. Flower and Twig Nursery will not take responsibility if incorrect delivery details are supplied. It is the customers responsibility to make sure the correct contact and delivery details are supplied. If you need to change your delivery details please contact us as soon as possible and we will do our best to change them before your order is processed.
We send our orders with ATL (Authority to Leave). It is the customers responsibility to either make sure someone is home to accept delivery, request authority to leave, or pick up your delivery from a collection point as soon as possible. Flower and Twig Nursery will not be held liable for any damage caused to your terrarium plants if they spend a prolonged period awaiting collection from a collection point. Although we take great care in packaging our plants, the less time they spend packaged, the better it is for the plant. It you would be prefer signature on delivery, please contact us before purchasing.
If your package is returned to us by Auspost or courier for any reason e.g. wrong address, we can only provide a refund for non-perishable items and cannot refund the delivery charge.
By using this website the customer agrees to these terms and conditions.